Front Services - Front Services Supervisor

POSITION SUMMARY

As an integral part of a team, The Front Services Supervisor is responsible for continuously looking for ways to improve each guest’s experience. The Front Services Supervisor is primary responsible of overseeing the operations of the Front Services Team to ensure seamless experience for guests and patrons. Areas and responsibility include but not limited to; supervising the welcome experience from the Porter Clerks & Front Service Attendants to providing prompt assistance for guests/patrons into and out of the hotel, coordinating pick-up and delivery of guest’s luggage/items, valet car as requested.

Expected to provide exceptional guest experience to projecting a helpful attitude; provide all information and resources possible to fulfill the guests’ requests and thoughtful anticipation of their needs.

• As the first point of contact, warmly greet and welcome arriving guests and patrons as they enter the Hotel.
• Assist the Front Services Manager with the supervision, training, coaching, counseling, discipline of Front Services staff, ensuring compliance with all applicable company policies and procedures.
• Assist with supervising and directing the daily work, monitoring activities and performance of the Front Service Clerks and Front Service Attendants. To include scheduling day staff lunch and break times for optimum guest service.
• Maintain confidentiality of all Front Office matters (including discussions at meetings, counseling employee matters, etc.) at all times.
• Anticipate guests’ needs, respond promptly.
• Assist physically challenged travelers and other guests with special needs.
• Coordinate guests ‘requests / special services and communicates with staff and/or appropriate departments.
• Work closely with other departments and managers to enhance/personalize guest experience opportunities and ensure follow-up on any special guest requests.
• Answer the phone in a courteous and professional manner within 2 rings.
• Coordinate collection and delivery of luggage in an efficient and timely manner and ensuring logging of all items on the “Porter Log Sheet.”
• Ensure that the guest has verified that all luggage has been accounted for.
• Assist guest with long term luggage storage request/left luggage request.
• Ensure the efficient delivery and collection of group luggage.
• Assign Front Service Attendants to drive and park guest vehicles in a safe and timely manner in order of arrival. Supervisor should delegate the flow of staff and drive.
• Assign Front Service Attendants to retrieve guest vehicles as requested and/or in the order of departure.
• Keep informed on local events/activities to recommend and provide accurate information and direction of local attractions, entertainment facilities within or outside the property.
• Perform administrative duties as required, ie: HMS, etc.
• Ensure to maintain cleanliness, sanitation, and organization of work-related areas at all times.
• Be the “eyes and ears” for security of the Hotel.
• Responsible to report any security or safety problems, safety hazards and potential security problems to Front Services Manager or Manager on Duty immediately.
• Ensure all Front Services guests’ experiences are memorable, unique, and as per the Hotel’s standards.
• Perform other related duties as may be required or assigned by management.

Reports To:

(Primary) Front Services Manager, (Secondary) Director of Front Office Operations

Supervises:
Front Services Clerk, Front Services Attendant

• High school diploma or equivalent certificate desired.
• Minimum 2 years prior Front Services experience, hospitality management or equivalent, strong guest/customer service skills in luxury hotel environment.
• Experience with property management system…